Member Service Supervisor

Job Description

Job Description

Company Description

Quantum Credit Union has been serving the financial needs of our community since 1938, originally founded to assist employees in the communication industry. Now open to the broader community, we offer a full range of banking services to help our members achieve financial well-being. As a not-for-profit credit union, we prioritize people over profits and are committed to fostering stronger financial health for all members. With a mission-driven culture, our team takes pride in building trusted relationships and delivering exceptional service. Join us in our effort to help individuals and communities "Find Your Yes!"

Role Description

The Member Services Supervisor provides operational oversight, team support, and sales coaching within the branch. This role ensures teller line efficiency, compliance with policies and regulations, and a consistent, high-quality member experience. The MSS supervises and develops the Member Service staff, serving as both a service leader and performance coach.

Job Duties

• Support branch operations and align service and performance goals to Quantum Member Service Standards.
• Coach and supervise the member service team to deliver high-quality service.
• Monitor daily operations to ensure efficient workflow and adherence to company policies and procedures.
• Provide guidance to Member Service Representatives in complex member inquiries, daily balancing, and meeting member needs.
• Deescalate when necessary and work closely with Retail Manager to create an overall exceptional member experience.
• Accurately process routine financial transactions, including deposits, withdrawals, transfers, loan payments, and check cashing.
• Maintain a positive work environment that encourages teamwork, accountability, and continuous improvement.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum of 3 years experience in financial services, with 1-2 years in a supervisory or leadership role.
• Fluent in English and Spanish preferred.
• Excellent communication, customer service, and conflict management skills.
• Proficiency in leadership and sales.

Benefits

• 401(k) Matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off
• Paid Holidays
• Sick Leave

Schedule

• Monday to Friday
• Rotating Saturdays

Job Type: Full-Time

Work Location: In-person

Quantum Credit Union is an Equal Opportunity Employer committed to providing an inclusive workplace free of discrimination based on military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law.